Gartner Research

Government CIO Essentials: Use Human-Centered Design to Build Better Services

Published: 08 August 2019

ID: G00425275

Analyst(s): Dean Lacheca


Government organizations are adopting new approaches to service design to drive innovation and support their commitment to deliver outcome-focused services. Government CIOs must understand human-centered design — its benefits, limitations and unique capabilities required for successful adoption.

Table Of Contents
  • Key Challenges


  • What Is HCD?


  • Establish Executive Commitment to the Adoption of HCD for Digital Service Design
  • Establish an HCD Center of Excellence
  • Complement an HCD Approach With an Agile, Iterative Delivery Approach
    • What Does This Mean to Different Regions, Tiers, Segments or Areas of Government?

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